HiPath ProCenter V7-0 Manager

HiPath ProCenter Manager

Page 2 Siemens Communications


Manager Features and Benefits

Administration Center

Broadcast Center

Report Center

Design Center

Telephony Center


Manager Desktop

Unified, visual management tools

Best-of-breed, workflow-style

routing designer

Flexible, visual reporting

Powerful yet simplified “point

and click” capabilities

A consolidated, intuitive user interface


Manager Features

Administration Center – Define and administer Users, Groups and Devices

Broadcast Center – Define and administer Wallboard and Broadcaster views

Report Center – Create and view Real-Time, Cumulative and Historical Reports

Design Center – Create Routing Strategies and Queue Processing Flows by media

Telephony Center – Synchronize with Telephony Platform and Device Resources


Supervisors and business users can make administrative and design changes on-the-fly with intuitive configuration tools

Unique graphical Design Center with visual, workflow-style tools provides an easy to use, single point of design for queues and flows across media

Robust graphical Reporting Engine with customizable views including trend analysis for improved decision making and operational efficiency

Manager Benefits

Administration CenterDefine and Administer Users, Groups, Queues and Devices



Truly unified desktop for all system administration functions, with changes “on-the-fly”

Define and administer users, skills and contact handling preferences

Ability to “mass update” multiple user profiles

Profiles and Permissions model for management productivity with flexibility


Users Profiles Groups Skills Departments Work

Reasons

Unavailable

Reasons Wrap-up

Reasons Servers Notifications Wallboards

Define and administer:



Central administration point for all user-related configuration: Permissions assigned based on

profiles or individual access rights by media

Users can belong to multiple groups (groups-based routing) or virtual groups (skills-based routing)

Personal performance targets Team lists are configured for use in

the agent client desktop application

Administering Users


Using Profiles managers can easily group user access permissions by media

Custom profiles can be created to meet specific requirements

Users can be assigned none, one, or multiple profiles

Individual user permissions can be edited within user profiles

Managing Profiles


Groups contain users with

similar capabilities or call

handling responsibilities Group-based routing

matches a call with the best

group of eligible users Each user can belong to up

to 10 groups HiPath ProCenter Agile and

Enterprise support Groups-

Based Routing

Groups Assignment for Groups-Based Routing


Skills Administration for Skills-Based Routing

HiPath ProCenter Enterprise supports Skills-Based Routing

If Skills-Based Routing is licensed and activated, the Manager interface will update and show Skills and Virtual Groups

Seamlessly upgrade Groups to Skills and Virtual Groups


Administration of Virtual Groups

Virtual Groups represent a composite of skill requirements and skill levels needed to handle a contact type

Skill expressions provide flexibility when building Virtual Groups


Administrating Skills and Skill Levels

Skills-based routing can be activated with or without Skill Levels and preferences

Activating Skill Levels results in Skill Levels appearing on the Resume tab


Work Reasons – provided in the client desktop for selection when changing to Work state

Wrap-up Reasons – provided in the client desktop for identifying subject matter or outcome when wrapping up a contact

Administrating Unavailable, Work, and Wrap-up Reasons

Unavailable Reasons – provided in the Agent or Associate desktop for selection when changing to Unavailable state


Notifications – pager and email alerts based on status of system servers

Servers – configuration of server names and port numbers, as well as any auxiliary Real-time servers

Administrating Departments, Notifications, and Servers

Departments – definition of departmental groupings for use in reporting


Features Powerful, yet simplified interface for

administrative functions Pre-built, editable user profiles and related

permissions Setup user, group and department associations

Benefits Management productivity and streamlined initial

system setup Supervisors and managers can make

administrative changes “on-the-fly” with intuitive

point-and-click tools

Administration Center – Features and Benefits Summary

Broadcast CenterDefine and Administer Wallboards and Broadcaster Views

Calls in Queue for Customer Service = 10Agents Available in Group Customer Service = 8


Broadcast Center

Easy point-and-click setup for defining rules-based wallboard and Agent Broadcaster “ticker tape” output

Send real-time statistics and performance data for all media directly to user desktops, client-connected plasma displays or wallboards

Configure rules-based thresholds to alert agents of changes in important operational conditions


Native support for IP wallboards, and for serial boards via an external converter

Integrated support for nine Spectrum wallboard models supported “out of the box” – additional custom types can be defined

Once wallboards are defined they are available to receive views

Defining Wallboards


Customizable Views display information such as supervisor messages, and key performance statistics for Voice, Email, Web and Callback

Configurable thresholds influence visual display characteristics Distributions are groups of users or wallboards to which Views are

assigned

Creating Views and Distributions


Easy point-and-click setup for rules-based Wallboard and Broadcaster “ticker tape” output

Thresholds and alarms for Group, Queue, and User based statistics

Alert users by changing text color, font, bolding, italic, underline, and flashing

Configurable Broadcaster font size and background color

Creating Wallboard and Broadcaster Views


Features Real-time statistics and performance data directly to user

desktops, wallboards or client connected plasma screens Configurable rules-based thresholds

Benefits Allows users to focus on desktop for operational statistics or

performance feedback Exception conditions highlighted to users via threshold alerts

and notifications

Calls in Queue for Customer Service = 10Agents Available in Group Customer Service = 8

Broadcast Center – Features and Benefits Summary

Design CenterCreate Routing Strategies, Call and Queue Processing Flows


Manager Application - Design Center

Fully integrated into HiPath ProCenter Manager desktop with intuitive, workflow-style design tool for multimedia routing strategies

Easy-to-use single point of design for all routing strategies, self service applications, and queue processing flows

Visual definition of multi-site networking workflows

Library of configurable, reusable routing and queue processing components

Routing strategy and queue processing flows are checked and validated for completeness in real-time


Design Center for Multimedia Routing

Voice Outbound/CallbackEmail Web Collaboration


Design Center - Voice Routing

Conditional and data directed routing strategies assign caller to the most appropriate queue

Contacts wait in a queue until handled by an agent

Contacts can overflow to subsequent group or virtual skills group based on elapsed time in queue

Easily integrate Call Director IVR components within a voice routing workflow


Design Center - Email Routing

Easy-to-use single point of routing design for all routing strategies and email processing flows

Email subject and body text automatically analyzed and categorized by subject matter

Conditional and data directed routing strategies assigns email to the most

appropriate queue Configurable, reusable

email components used to build flows


Design Center - Web Collaboration

Web Collaboration requests are categorized and routed by web page origin, customer inputted data, language or external database look-up

Offers configurable, reusable components to ease the definition of routing and queue processing strategies, such as

Schedules for Time of Day / Day of Week routing

Auto-push Messages and Performance Messages

Auto-push Web pages (via URL)


Design Center - Outbound/Callback

Agents can create scheduled callbacks through the Agent desktop

Callbacks are routed according to schedule, groups and virtual groups

Abandoned in queue calls can be salvaged via automatic Callback creation

Optional outbound import list provides the ability to automatically import lists and schedule them in the Callback server for execution


Design Center - Call Director

Fully integrated IVR in Design Center workflow

Auto-answer, greetings, intelligent messages and announcements

Menus and caller navigation ‘automated pre-routing’

Digit collection and related screen popfor Agent or 3rd party application (e.g. Microsoft CRM)

External database ODBC read and write access via workflow for basic self-service transactions

Dynamic, multi-formatNumbers-to-Speech playback


Design Center - Multisite Networking

Design Center’s multi-site networking can unify up to 5 networked sites

Networking performance criteria are based on both queue and site performance

Execute different networking strategies based on multiple criteria, such as time of day/day of week, service levels, or other conditional criteria

Ability to dynamically change the networking flow based on changing business needs


Design Center - Microsoft CRM Screen Pop

Easy to implement screen pop functionality using a fully integrated component in Design Center

Identify and retrieve customer record based on ANI (Caller ID) or collected data (Inputted digits)

Customer file screen pop pushed to agent desktop synchronized with each incoming call

Microsoft CRM screen pop integration feature is included at no extra charge


Design Center - Custom Function

Custom Function component enables execution of external applications (COM, DLL) to influence routing strategy or invoke external application process

Usage Example:

an external application is invoked to perform automatic purchase history calculation from a sales orders database

the values of this calculation are returned to the HiPath ProCenter workflow

callers who made the most purchases in the last 12 months are enqueued with high priority


Features

Design your routing strategies with visual “workflow” tool across all media

Easily make routing changes “on-the-fly” as required Build intelligence into your contact handling strategy

Conditional routing

Data-directed routing

Relationship based routing Integration feature with Microsoft CRM included

at no extra cost

Benefits

Improved management productivity Design routing to meet your customer satisfaction goals No special technical or scripting skills required

Design Center – Features and Benefits Summary

Report CenterCreate and View Real-time, Cumulative and Historical Reports


Report Center

Robust graphical Report Center with customizable views

Integrated real-time, cumulative and historical reports for all media (voice, email, web and callback)

Trend analysis and projection for improved decision making and operational efficiency

Detailed contact source and agent activity reports on call-by-call basis


Defining Historical, Cumulative and Real-Time Reports

Define a virtually unlimited number of historical, real-time and cumulative reports

Choose from a comprehensive range of statistical values for blended as well as media specific reports

Use an intuitive point-and-click interface for defining reports

Create thresholds and alerts for key business metrics “on-the-fly”


Using the Real-time Viewer

Simultaneously view up to four real-time and cumulative reports

Enhance management decision making with a built in analytic model for trend analysis and projection

Automatically updated on screen at configurable refresh intervals

Define audio and visual threshold alerts when operational metrics are exceeded


Reporting and Monitoring in a Networked Contact Center Environment

HiPath ProCenter Enterprise Provides Real-Time and Cumulative Views for Networked Contact Center Sites: Intuitive point-and-click interface for defining site-level reports Thresholds based on site-level real-time statistics such as Service Level or Estimated

Wait Time, audio and visual alerts and notifications for any or all sites monitored Central Reporting Server provides historical reports for all networked sites

Real-Time Multi-SiteMonitoring


Report Viewer

Create customizable historical reports in flexible graphical and tabular formats

Output reports for on-screen display, printing, or export to various file formats (Excel, HTML, CSV (Text), PDF)

Use the report scheduler to automatically run or print reports on a daily, weekly or monthly basis


Activity Reports

Easy-to-use interface for defining and running detailed activity reports

Examine the step-by-step chronological progression of any incoming contact

Report on detailed progress of scheduled callbacks, email, web interaction, or incoming voice calls

Search and view contact details by User or by Source for a specified time period

Definable time windows, collapsible data views


View reports on screen or print

Export reports to a variety of formats:

Microsoft ExcelWeb Page (HTML)CSV (Comma Delimited)Adobe Acrobat Portable Document Format (.PDF)

Specify print or export options, such as:

Page orientationReport headers and footersColors and bordersPredefined report styles

Report Presentation and Export


Features

Fully integrated graphical and tabular report center Powerful, flexible, intuitive interface designed for the business user Easily customized real-time views with trend analysis Specify multiple views for fast and easy access

Benefits

Powerful decision making and monitoring tools for operation efficiency and planning

Spot trends and respond before customer service problems arise No need for external report writer or to engage Professional

Services for custom reports

Report Center – Features an Benefits Summary

Telephony CenterSynchronize with Telephony Platform and Device Resources


Simplifies synchronization of telephony

platform and HiPath ProCenter Agile and

Enterprise configurations

Reduces duplicate telephony platform and

system configuration tasks

Logs configuration errors and omissions

Configuration Synchronization


Recognizes ranges of extensions so they don’t have to be manually entered into the system User extensions: A user extension is configured for users

accessing the client desktop applications Call Director extensions:

Interactive – A port that is used for each call. The port can be used to play messages, or obtain information from the caller.

Announcement (HiPath 3000 only) – A port that is used for many calls. A message can be played using this port to a group of calls. The caller may not interact with the system with an Announcement port.

Extensions


Features Helps synchronize communication platform and HiPath

ProCenter Agile and Enterprise server resources Automatically detect and identify synchronization errors

or mismatched resources

Benefits Expedited implementation process – up and running

faster Reduce duplicate administration tasks Streamline platform resource maintenance

Telephony Center – Features & Benefits Summary


Documents

HiPath ProCenter V7-0 Manager